Refund policy

Last updated: [Insert date]

Shipping

Order Processing

All orders are processed within [1–3] business days. During periods of high demand or launches, processing times may be slightly longer.

You will receive a confirmation email once your order has been dispatched.

Delivery

• We currently ship within the UK.
• Delivery times are estimates and not guaranteed.
• Once dispatched, orders are handled by third-party couriers and delivery delays may occasionally occur outside our control.

Risk of loss passes to you once your order has been delivered to the address provided.

Incorrect Address

Please ensure your delivery address is correct at checkout. We cannot be held responsible for orders delivered to an incorrect address provided by the customer.

Returns & Refunds

Due to the nature of fragrance products, we are unable to accept returns on opened or used items, unless they are faulty.

This policy is in place for hygiene and safety reasons and complies with UK consumer law.

Faulty or Damaged Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery at hello@serenebysophie.com including:

• Your order number
• A description of the issue
• Photographic evidence where possible

If the item is confirmed to be faulty, we will offer a replacement or refund.

Non-Returnable Items

We cannot accept returns for:

• Opened or used fragrance products
• Items damaged due to misuse or improper storage
• Change-of-mind purchases once the product seal has been broken

Allergies & Sensitivities

All Serene products comply with applicable cosmetic safety regulations. However, individual sensitivities can vary.

• Please review the ingredient list carefully before use.
• We recommend patch testing where appropriate.
• Discontinue use if irritation occurs.

We cannot accept returns based on allergic reactions or sensitivities.

Refunds

Approved refunds will be processed to the original payment method within 10 business days, depending on your payment provider.